Today one of five vehicles on the road are under recall. This year alone there have been 46 million vehicle owners notified of a recall; seven million of which are not related to the Takata airbag issue.
Recalls represent a significant revenue opportunity for dealership service departments. Whenever a customer comes in for a recall repair, there’s an…
ContinueAdded by Scot Eisenfelder on September 21, 2018 at 10:40am — No Comments
I frequently write about how, in my opinion, dealerships would be wise to expand their thinking and change attitudes towards recall customers … and not just recall customers, but all customers
The customer experience is key to building customer loyalty, increasing referrals and securing repeat business. It is also one of a dealership’s most important…
ContinueAdded by Chris Miller on September 21, 2018 at 10:30am — No Comments
It is widely known that Service is the lifeblood of all dealerships and, in many cases, keeps dealerships financially in the black. With the inundation of service requests by consumers, largely due to the increasing amounts of recalls that we’ve seen in the last few years, service departments are finding it more difficult than ever to accommodate all of the customers that…
ContinueAdded by Andy Church on September 21, 2018 at 9:56am — No Comments
If you need help with creating a fixed ops marketing plan to increase organic website traffic on CDK Global then take a few moments to…
ContinueAdded by Chris Branum on September 20, 2018 at 7:30pm — No Comments
At one point in time or another, we’ve all heard someone in our lives tell inform us that money doesn’t grow on trees. And they would be right. Technically.
The facts are, however, that the phrase started because sometimes there is money (revenue) that is simply waiting to be taken by businesses. There are a lot of revenue sources in dealerships and while those sources haven’t changed much in a century, the way in which dealerships can harvest…
ContinueAdded by Todd Smith on September 13, 2018 at 9:57am — No Comments
It wasn’t too long ago that most dealers shunned recalled vehicle owners, describing the additional traffic as a nuisance, or they viewed them as consumers who occupied service bays that could be more profitable with other types of business.
However, changes in OEM recall reimbursement policies, along with revenue data that indicates more than 50% of recall…
ContinueAdded by Chris Miller on September 5, 2018 at 9:58am — No Comments
If you’re a movie fan, at some point, you will almost certainly have witnessed a scene where a villain sabotages a vehicle. The unsuspecting character gets into their car, fires up the engine and it explodes, dramatically. Or, perhaps the villain messes with the brakes, causing the main character to have a horrible crash. While these are familiar scenes out of a movie, the…
ContinueAdded by Chris Miller on August 27, 2018 at 9:44am — No Comments
Back in the early 1990s, the Internet was in its infancy. As a new phenomenon, not every business was sold on its benefits, or even why they should use it. This posed a problem for Cisco, a company whose main product at the time was routers. Cisco needed to prove that, not only would the Internet save companies money, but also Cisco products were the best choice to help them…
ContinueAdded by Ujj Nath on August 21, 2018 at 10:02am — No Comments
Your service shop’s online scheduling tool is invaluable for streamlining the booking process for both your customers and your advisors. However, like most things in the automotive industry, “set it and forget it” doesn’t quite cut it. Not to worry: ensuring you’re getting the most from your scheduler should be easy. We’ll discuss the biggest scheduling bottleneck of all –…
ContinueAdded by Antonio Canton on July 30, 2018 at 9:42am — No Comments
The automotive industry is changing with self-driving cars, companies such as Uber entering the field and the decline of oil-dependent vehicles.
To that point, I am sure many of you are familiar with the shocking stories and downfalls of three highly successful companies: Blockbuster, Kodak and Xerox.
So, what lessons can be learned from…
ContinueAdded by Ujj Nath on July 24, 2018 at 9:56am — No Comments
You know how service visits affect service retention, but do you know how service visits relate to the customer buying process? According to a recent study conducted by AutoLoop, we discovered that the peak repurchase rate occurs between the fourth and eighth service visit. This valuable insight gives you an edge in your marketing strategy: increase engagement and revenue by…
ContinueAdded by Doug Van Sach on July 23, 2018 at 9:55am — No Comments
From a consumer perspective, access to loaner vehicles is a major factor in service location choice—both in terms of franchised dealer versus independent repair facility, and among franchised dealer locations. Loaner vehicles help to overcome the inconvenience of having to drive further for service, and from having to wait at the dealership or make alternative transportation…
ContinueAdded by Scot Eisenfelder on July 18, 2018 at 9:30am — No Comments
As there are several different departments in dealerships, each with their own goals and targets, it is quite common for inter-departmental fighting to occur – a woe of many a manger. This happens because each department attempts to preserve revenue within their own department – other departments be darned!
For example, the used car manager will complain…
ContinueAdded by Ujj Nath on July 10, 2018 at 9:46am — No Comments
One of the staples for service department is tires, including sales, mounting, balancing and alignments. Tires are a price leader for your dealership and a great way to get customers in, providing you the opportunity for additional service work revenue.
Well, what if your customers no longer need to buy tires from your dealership? What if they could simply go…
ContinueAdded by Ujj Nath on June 26, 2018 at 9:40am — No Comments
It’s a sad fact that current recall repair compliance rates are so abysmal. Most dealers know it., the Feds know it, state governments know it, and the manufacturers know it. Resolving this recall crisis starts with a notification. But, people simply don’t read recall notices, they discard them as junk mail.
For those that do read them, a second problem…
ContinueAdded by Chris Miller on June 22, 2018 at 9:56am — No Comments
On average, dealers capture just half of the necessary service work that needs to be performed on vehicles that come into their service lanes. This is a big leakage point that has a direct impact on service revenue. It also offers tremendous untapped potential.
In addition to acquiring new service customers, it’s important to focus on maximizing service…
ContinueAdded by Scot Eisenfelder on June 21, 2018 at 9:47am — No Comments
In 2014, due to safety concerns, Toyota issued a recall notice for a power inverter on its popular Toyota Prius. Nothing abnormal. But for the fact that, even after the recall was fixed, customers continued coming in with issues – hundreds of them – and that’s when Roger Hogan’s dealership decided enough was enough. According to…
ContinueAdded by Chris Miller on June 18, 2018 at 9:57am — No Comments
Almost half of a dealership’s sales customers never return for their first service appointment – that’s a hefty chunk of a dealer’s lifetime service potential! What causes this pattern in car buyers, and how can you channel more of them from your showroom to your service lane? AutoLoop surveyed our subscribed dealers and their customers, and we discovered vital insights that…
ContinueAdded by Doug Van Sach on June 18, 2018 at 9:45am — No Comments
We are in a new era; one in which dealers make most of their money on the service side and not in new vehicle sales. Yet, as an industry we still spend far more money marketing the sales side of the business, and on conquest marketing, than we do on service marketing and customer retention.
Some dealers justify this by saying that sales drives service…
ContinueAdded by Scot Eisenfelder on May 23, 2018 at 9:51am — No Comments
In my recent travels I went to Tokyo and Kyoto in Japan. A few things struck me: just how space efficient and clean everything was.
I visited the famous Tsukuji wholesale fish market. To my surprise, there was no smell of fish. The…
ContinueAdded by Ujj Nath on May 21, 2018 at 10:03am — No Comments
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